USAA Auto Insurance

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Everett of tucson, AZ July 4, 2009

An 87 year old woman pulled out in front of me broad side on highway 86 and caused me to hit her on her left rear bumper and her insurance company who is USAA is trying to force me to take 20 percent liability and I refuse. This has been 3 months now and they are stalling and dragging this out. I have a witness who said there was nothing I could do to avoid the accident. The insurance company says because there was a bike lane I should have avoided the accident and because I hit her on the rear bumper. I explained there was not enough time to get around her and I hit the rear bumper because I was trying not to hit her door and kill her.

Doug of American Fork, UT July 1, 2009

A teenager hit my car and created 2600 dollars worth of damage. He damaged the driver headlight and dented the hood and RF panel. It cracked the bumber. USAA's quote was 3000. I looked at 50+ vehicles online and the average was a value of my car was 4100 dollars. He decided to total my car, based on his appraisal company that will not hold up in court. No questions no debate.

The absolute worst customer service I have ever been exposed to in 47 years. I even had my attorney call him and he also said that he was a jackass to work with. The worst he had ever dealt with and he has dealt with allstate insurance which held the record up till now. I told him not to send a check out because we were not done with our negotiations. He then issued issued a check for less than repairs and sent the form for salvage title.

He later canceled the check after the shop had deposited the check and now the shop is mad at USAA and me.

Mark of San Diego, CA June 10, 2009

My vehicle was stolen in California and I filed a claim with USAA. At that time they offered me a rent a car for up to 900. I told them that I had another vehicle that I could use for the time being but may need one down the road. But I got a different story after dealing with the very unfriendly woman that was handling my settlement. She made me an offer to settle the loss, and I did not agree with the price she offered.

So since it was apparently going to take awhile to settle, I asked for a rent a car as allowed in my policy and she told me she could only give me a week not a month since she had already made me an offer. I asked her to show me where in my policy it stated that, but she was unable to find it and she still refused to offer me what my policy allowed. That was the first issue. The second issue is that I did not agree with the offer because it seemed lower than I expected it should be. So I did some research and found that they were almost 2,000 below the local market value for my vehicle. I was an independent auto appraiser for ten years and have valued thousands of vehicles for insurance companies.

Therefore I know how to come up with a market value. I spoke to her about the soft offer and after correcting a small error for an option she left out, she stated, that is all she could offer and I would have to send in my own information that showed that my vehicle was worth what I claimed. I did just that. I sent in the ONLY comparable vehicles in MY MARKET area, and still she would not adjust her offer. I even went back and complained to my original useless adjuster they assigned me in the beginning and one or two of their supervisors. I was finally able to get on a three way call with them and the out source company they use back east that supplies them with the vehicle values. This company basically took every vehicle of my model sold within a two hundred mile radius of my home and added and deducted for equipment and mileage and averaged them out and that is how they came up with their artificial value. (THIS IS NOT A MARKET VALUE) I discussed it with them and they could not convince me that what they came up with was correct. They do not even consider any other source for vehicle values ie: blue book, NADA book or dealer quotes.

They only use their own concocted values. Also USAA stated that the department of insurance allowed them to use car sales within a couple hundred miles of my market to get a value for my vehicle. However the DOI told me otherwise and suggested that I file a complaint. I have been in the insurance industry for almost 30 years and I have never dealt with such an impersonal arrogant company as this. Their sales people are so nice and suck you in, but once you're in, you're treated like dirt. This is my second bad experience with them and soon to be my last. They know that I will eventually take their offer since I must now spend my money to hire an outside appraiser to help convince them to make a better offer. This is how they settle their claims for less than what they owe you. They make you spend money to fight them, knowing that nine out of ten time you won't, so they win. My claim is still unsettled four months later.

Jamie of Raleigh, NC June 9, 2009

I own a 2008 Honda Pilot. In August of 2008, my vehicle was rear-ended and shoved into the car in front of me. The total damages to my car was just under 11,000. In NC, when you car is wrecked, to total it, the damage has to be 75% of the retail value of your car. My car was fixed and returned to me. So, according to a couple of dealerships, my car is now worth between 13,000 and 14,000. (It was originally worth around 20,000).

May of 2009, I rear-ended someone. The damages to my car this time were just over 9,000. Guess what, USAA wont total my vehicle. After talking with some dealers, my car is now worth about 7,000 after it gets fixed. I still owe WAY more than 7 grand on my car. I was told by the same dealer that my car should have been totaled this time (I have GAP insurance), that the 2 accidents together are way more than 75% of the value of my car. Now I am searching for the "correct" type of attorney to handle my case and tell me if each accident should be treated separately, combined and what value of my car they went off of this second go around. I really would like this car totaled...

Garrett of Pinehurst, NC May 27, 2009

Had a car accident in 2000 and my Mazda Protege was declared a total loss. Received compensation and a refund of my insurance payment for 313.00. Forgot about my refund check and found it, asked for a reissue and was told it was escheated. Checked Texas and North Carolina state government and received no reply or verification of escheatment on. USAA did not follow escheatment process, contacting me first before escheating the funds elsewhere. Now they have made the funds mysteriously disappear. I faxed them a copy of the refund check and attached a copy of my driver's license for id purposes. Received no reply. Apparently complaints against USAA are mounting in many areas.

Garrett of Pinehurst, NC May 27, 2009

Had a car accident in 2000 and my Mazda Protege was declared a total loss. Received compensation and a refund of my insurance payment for 313.00. Forgot about my refund check and found it, asked for a reissue and was told it was escheated. Checked Texas and North Carolina state government and received no reply or verification of escheatment on. USAA did not follow escheatment process, contacting me first before escheating the funds elsewhere.

Now they have made the funds mysteriously disappear. I faxed them a copy of the refund check and atttached a copy of my driver's license for id purposes. Received no reply. Apparently complaints against USAA are mountain in mnay areas. I lost 313.00.

Zophia of chicago, IL May 27, 2009

I have spoken to Justin Alola a rep from USAA for the last 7 days about my mother's car accident. He gave me a list of things that I needed to get for him including a bill from one of her doctors. He gave me until 7 pm may 26th, Arizona time get this information to him. At 440 pm, chicago time I called him with all the information he requested. He told me I had missed the deadline. I asked him how could this be when I had spoked to him several times today and he had created an urgency for me to get this info to him by 5pm arizona time. He said sorry, you missed the deadline.

Laura of Paducah, KY May 22, 2009

This past Tuesday, I was rear ended by a USAA "patron". I had been stopped at a red light waiting to turn left with my blinker on...when the light turned green I was waiting for cross traffic to pass to make my turn when the driver of the other car (a Bronco) decided talking to her passenger was more important than paying attention to the road..she ran into the back hatch and bumper of my 2003 Kia Sedona. The bumper is cut up, the hatch is bent in by about a 8-10 inches and will no way in HECK open ever again and the rear light is cracked among a few other things....Witnesses (including a fireman who was driving by-he was the one I was waiting for..so I could make my turn) he saw the whole thing and contacted dispatch himself...Police was on scene in about 3 minutes and took the report..

All witnesses (including her and her passenger) said the same thing...She was the at fault driver..and the officer in his report claimed the accident was due to her "inattention". I got home called USAA right away and advised them of what happened..And then, the run around begins...First they said they hadn't been able to "contact" their insured and it "wouldn't be fair to her" if they went ahead and took responsibility for the accident..Well..my husband took it upon himself to call the driver and ask her himself...and lo and behold.. her boyfriend/hubby said "no one" from the insurance company had "EVER" tried to contact them to date..He even told my husband that as soon as he got off the phone with him...HE was going to call USAA and tell them that "yes...the accident was their fault"..

One of the rep's from the company came out this morning...and took 2 whole pictures of the damage..I had already been to a local repair shop and had estimates ready..at just over 3,000.00.. He briefly looked at it..took a few more notes and promised me he would get his report to them asap..(I tend to believe him...since I don't think he actually WORKS for USAA..just contracts out..) After several attempts to talk to our adjuster..LaRhonda Parker (whom I have yet to speak to - go figure), we have been tossed around by the USAA Parker "TEAM"..whose sole mission I believe was to have me claim on MY insurance...let me be out the deductable plus rental expense for a van..and then let GEICO try and get the money back for me...ain't gonna happen..My husband is furious..(he is a river boat pilot) and it frustrates him that he can't be at home right now to take care of the situation..Luckily the boat right now is in an area where he has excellent cell phone coverage.. =)

I have already gotten a copy of the police report, and faxed it to USAA..(Basically we have done all the work for them)..the report also clearly shows that the other driver was at fault.. After I told my husband the information was faxed and he had indeed contacted the other party..he then called USAA and advised them of a simple fact..If he had to miss his vacation..(the first one as a family in over 10 years..) Katy bar the door...every dime we have saved for this vacation...was going into hiring an attorney and was going to get them for all he could..and if he had to be home at ALL for any reason because of this fiasco...he was going to add on an additional 400.00 a day..(which is his daily pay..) Not to mention the fact we have just filed a complaint with the Kentucky Department of Insurance over this deal..(The whole lying about trying to get ahold of the the at fault party...just rubbed us the wrong way..)

M. of Euless, TX May 19, 2009

After not having my usual automatic deduction for insurance debited from my account from USAA this month, I called to see what was happening. I was informed that on April 1, 2009 a certified letter was sent to my home address informing me that my auto insurance policy was not being renewed based on a bankruptcy. OK, fine... Here is the problem - I never received a certified letter and no one in my household signed for a certified letter.

I have been uninsured on three vehicles since May 12, 2009 with absolutely no idea. The customer service agent informed me that legally all they have to do is send the letter. It doesn't matter if I do not receive it. How is that legal? If that is the case, what is the point of sending it certified? After her explanation, she told me that USAA had reversed the policy and that they would in fact renistate my policy effective midnight tonight. Obviously I had her renew the policy until I can find anotuher insurance provider but, I really do not understand how a certified letter which no one in my household has signed for can legally hold up. I have acomplete renewal packet that was sent out in April that told me I had a renewed policy.

Erin of Smyrna, GA April 19, 2009

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